Senior Customer Service Lead & Trainer

Senior Customer Service Lead & Trainer – Remote | Team Leadership & Customer Experience

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)

About the Role

At Pavago, one of our clients is hiring a Senior Customer Service Lead & Trainer to lead, coach, and develop a remote customer support team serving U.S.-based customers.

This is more than a traditional customer service position. You’ll take ownership of team performance, training, quality assurance, escalations, and overall customer experience.

You’ll be responsible for ensuring agents consistently deliver professional, efficient, and high-quality support across phone, email, chat, and other digital channels.

If you’re an experienced customer service leader who knows how to coach people, improve performance, maintain accountability, and build strong service standards, this role is a strong fit.

What You’ll Own

Team Leadership & Performance

• Lead and manage a distributed customer service team.
• Monitor agent productivity, quality, attendance, and KPI performance.
• Conduct regular one-on-one coaching and performance reviews.
• Provide clear, actionable feedback to improve agent performance.
• Hold team members accountable to service and productivity standards.
• Identify performance gaps and implement improvement plans.
• Support a consistent, high-performing remote team culture.

Training & Onboarding

• Own onboarding and training for new customer service hires.
• Develop and maintain:
• Training materials
• SOPs
• Call scripts
• Customer service guidelines
• Quality standards
• Conduct structured training and coaching sessions.
• Review calls and customer interactions for training opportunities.
• Ensure new hires are fully prepared before independently handling customers.
• Continuously improve training based on recurring performance gaps.

Quality Assurance & Coaching

• Conduct regular call reviews and QA evaluations.
• Monitor adherence to scripts, processes, and customer experience standards.
• Identify recurring quality issues across the team.
• Coach agents on communication, professionalism, problem-solving, and customer handling.
• Track improvement following coaching sessions.
• Maintain consistent QA standards across the support operation.

Customer Experience & Escalations

• Handle complex or escalated customer concerns professionally.
• Ensure customers receive consistent support across:
• Phone
• Email
• Chat
• Digital communication channels
• Maintain high standards for tone, responsiveness, and professionalism.
• Identify recurring customer pain points and recommend improvements.
• Help resolve operational issues affecting customer satisfaction.

Reporting & Support Operations

• Track and report on:
• Customer satisfaction
• Response times
• Resolution rates
• Agent productivity
• QA scores
• Training performance
• Maintain accurate documentation and operational records.
• Use customer service platforms, VOIP systems, ticketing tools, and reporting systems effectively.
• Collaborate with other departments to resolve recurring customer or operational issues.

Required Experience & Skills

• 10+ years of experience in customer service leadership, support supervision, or customer operations management.
• Proven experience managing remote and/or offshore customer service teams.
• Strong experience with employee coaching, training, and performance management.
• Experience conducting call reviews and quality assurance.
• Strong escalation management and customer problem-solving skills.
• Excellent spoken and written English.
• Strong organizational and multitasking abilities.
• Experience with:
• Customer support platforms
• VOIP systems
• Ticketing systems
• Digital communication tools
• Comfortable working independently in a remote environment.
• Ability to work U.S. EST business hours.

Nice to Have

• Experience supporting U.S.-based customers.
• Background in:
• Facility management
• Energy
• Tech-enabled services
• Experience in startup or high-growth environments.
• Experience scaling customer support teams.
• Strong knowledge of KPI-driven customer service operations.
• Experience developing SOPs, QA scorecards, and training programs.

What Makes You a Strong Fit

You’ll likely succeed in this role if you:

• Know how to lead and develop people, not simply supervise them.
• Can give direct, constructive feedback professionally.
• Hold teams accountable while maintaining strong morale.
• Stay calm and solutions-focused during difficult escalations.
• Have high standards for customer communication and service quality.
• Understand how to use QA and performance data to improve agents.
• Are highly organized and consistent with follow-through.
• Can effectively manage a distributed team without constant oversight.

What a Typical Day Looks Like

Your day may include:

• Reviewing team performance and customer service KPIs.
• Listening to calls and completing QA evaluations.
• Coaching agents on communication and performance.
• Conducting onboarding or training sessions.
• Handling escalated customer concerns.
• Reviewing response and resolution times.
• Identifying recurring service issues.
• Updating SOPs, scripts, and training materials.
• Coordinating with internal teams on operational improvements.
• Monitoring progress of agents who require additional coaching.

In short: you ensure the customer service team is well-trained, accountable, consistent, and capable of delivering an excellent customer experience.

Key Metrics for Success

• Customer Satisfaction (CSAT)
• Quality assurance scores
• Response and resolution times
• Agent productivity
• Training and onboarding effectiveness
• Escalation resolution rates
• Process and SOP adherence
• Improvement following coaching
• Overall team reliability and consistency

Why This Role Stands Out

• High ownership over customer service quality and team performance.
• Direct influence on how agents are trained and developed.
• Opportunity to shape QA standards and training systems.
• Leadership role within a growing remote support environment.
• Strong visibility across operations and customer experience.
• Career growth opportunities into:
• Customer Support Manager
• Head of Customer Experience
• Training & Quality Manager
• Customer Operations Leadership

Interview Process

1. Initial Phone Screen
2. Video Interview with Pavago Recruiter
3. Practical Assessment
4. Client Interview
5. Offer & Onboarding

Apply Now

If you have extensive customer service leadership experience and enjoy coaching teams, improving service quality, developing training programs, and building accountable support operations, we’d love to hear from you.

This is an opportunity to take ownership of a remote customer service team and directly influence both agent performance and the customer experience.

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